Control Tower

Monthly Meeting March 2022

Index

○ Strategic
○ Atoor / Shopify
○ Order Processing
○ LT Team
○ Ops Support (Mitra & Retail)
○ Facebook Project
○ Quality Audit
○ VIP Team
○ Customer Service

○ Fleet
Strategic
Meeting Index

• OKR Tracker Overview

• Highlights
• Project/Task Ongoing & Upcoming
• MoM From Previous Meeting
• Freshdesk Utilization and Ticket Summary

Control Tower Shipper

 OKR Tracker Overview March ’22 & April ‘22 OKR Tracker

March ‘22 OKR Recap

April ‘22 OKR Target

Control Tower Shipper

 Highlights - March ‘22
● Order Submission Summary & Freshdesk Summary report for March has been published.
● CSAT Report has been created, will published once it finalized & reviewed by CT HOD. ETA 8 April 2022
● External Audit by has been done performed by Jhon Team. Achieving final score 91.3 and aligned with Internal QA score.
● Several open action has been updated & new open action has been added on this link
● Q1’22 Employee Skill Rating (Customer Experience) is completed, Strategic team will analyze and share the result by 11 April 2022.
● Management Review Q4-Q1 2022 for ISO 9001:2015 done.
● NPS report creation is done and has been shared internally on Control Tower channel. Final NPS score +11. ETA blast the results 12 April 2022 (if there is no
changes/additional points)
● Training/Calibration/Quiz/QA Activity Updates
○ Training How to Handle Hard Complaint on March - done.
○ Monthly Quiz on March - done
○ Refreshment QA Audit Flow - done link
● CSAT Revamp Update
○ Freshdesk : Still found several issue on CSAT data (Sisense Dashboard). ETA for the rectification from Product team Q2 (included on Q2 sprint)
○ Freshchat : CSAT WA not running yet. Selected scenario is solution 1 : Manual effort share the CSAT survey.
○ Strategic & Product team have the biweekly catch-up to discuss the CSAT revamp & survey improvement.
● Hiring update:
○ Order Processing :
■ 1 Manager (under Shipper) in Bandung → Interview process in ongoing
○ Customer Experience:
■ 1 Customer Experience VIP - 1 open position (Raena) → pending
■ 1 Customer Experience - 1 open position → pending
○ Ops Support Team :
■ 1 Manpower in Solo (Retail) → Interview will be conducted by today
○ Strategic :
■ 1 Manpower Order Processing Quality Auditor → identifying another candidates.
Control Tower Shipper
 Project/Task Ongoing & Upcoming
Ongoing & Upcoming Project-Task:
Project/Task Timeline/Frequency PIC Remarks Status
Order Submission Report -
Monthly Pras Has been created & published Done
March
Freshdesk Summary Report -
Monthly Fino Has been created & published Done
March
OKR Tracker Q2 2022 Weekly Strategic Team - OKR tracker for Q2 has been created Done

QA April Activity Plan Monthly Strategic Team Has been published Done
Q2 April Training Plan Strategic, QA, &
April For All Customer Service team Scheduled
(Communication Skill) Trainer Teaml
- Closure rate 99,14%
Open Order Summary Weekly Fino Ongoing
- Will be removed from Control Tower Q2 OKR
CSAT Report March Monthly Rani March CSAT Report will be published by 8 April 2022 Scheduled
WIP revamping the CSAT on WA (waiting for update from
CSAT Revamp Q2 Strategic & Product Ongoing
Product team)
Training Basic Customer Centric
Q2 (April) Indah Conducted for new joiner Scheduled
Skill
Refreshment & Training System Strategic, QA, Trainer
Q2 April Based on the employee skill rating result Scheduled
& Tools (SLC)
- Already go live, gradually migrating the merchant to
the Whatsapp business. Detail will be shared by the
Retail Merchant WA business
Q2 Strategic >< CT Retail CT-Retail Team Ongoing
Implementation
- Pending on the Proactive outbound message from
product team
Strategic, Order
Freshdesk Category Revamp for
Q2 April Processing & Product Waiting for update & finalization from Product team Ongoing
Order Processing
team
Internal Trainer Plan Q2 April Pras Waiting for approval & confirmation from HOD & CEO Ongoing

Control Tower Shipper

 MoM from Previous Meeting

Link: MoM
Control Tower Shipper
Week Wise View (Ticket Received and Closure Performance)

● In March, company received 21,949 tickets (increased around 3K compare to Feb’22)

● In average, we received and created 4.4K tickets week by week in March’22
● The average closure rate of the tickets is ~95.5% even though the trendline week by week is declining.
● Happy to share that the we don't have blank ticket type (customer, internal requestor) as of March-22. Whereas in January we
have around ~600 blank ticket type.

Control Tower Shipper

 External Ticket Summary External Ticket Top Groups and Subcategory (Excluding Control
Tower)

External Ticket Top Groups and Subcategory - Control Tower

• 15,905 or around 72% of the tickets were created by the customers / prospect
• 13,613 tickets (86%) were actioned / resolved by the CT Team itself. It’s above industry standard
• Compare to February:
o Tickets related with the shipping rate from Tech reduced from 117 (January) to 47 (March)
o Tickets under payables is also reduced from 941 (February) to 852 (March). With only 7 blank
ticket sub categories whereas previously we found around 300+ blank sub categories
• Average tickets closure rate is around ~95,5%

Control Tower Shipper

 Internal Ticket Summary
Internal Ticket Top Groups and Subcategory (Excluding Control
Tower)

• In March, we received 6K incoming tickets from Internal Source (Internal Shipper as ticket requester) with around
1200 tickets created in each week.
• Compared to February:
o The created internal tickets is increased around 2K tickets
o Tickets related with the Payment issue is increased from 123 (Feb) to 209 (Mar)
o Tickets related with the shipping rate from Tech increased from 175 (Feb) to 210 (Mar)
• Average tickets closure rate is around ~ 89.5%
Control Tower Shipper
Order
Processing
Highlights & Failures

Highlights

- 47 new client go live on march, and almost all of the clients already have a PIC from the
processing team
- Current overdue tickets counts are related to inbound SKU registration has decreased, after
submitting tickets related to admission SKU registration to the relevant department (B2B or B2C
Warehouse)
- Collect outbound data from clients to gdrive, starting from the priority clients of each agent has
been started

Issues
- Several orders were successfully uploaded to Intools but not delivered to WMS. (261591,
261397, 261709, 270278, 262825
- Several CF Portal clients share the marketplace label to Order Processing not directly to
Warehouse. Impacting to time-consuming activity to forward the shipping label to the
warehouse team and resolving the tickets. Tickets sample (271858, 272105, 272673)
- Several orders failed to upload to Intools with the error message "PartNo Not Found".
Challenge & Support Needed

Challenge
- Collect outbound data from clients, start from the priority clients of each agent has been
started. Hopefully the team will be ready if a Quality Auditor for the order processing is
already onboard
- To avoid the order not being processed, The team must be able to care and always make sure
the orders successfully delivered honeywell with check the Shipment Order regularly

Support Needed
- Clear SOP, flow, do and don’t for orders processed through the CF Portal.
Update & Achievements

Update & Achievements Remarks

B2C New Clients 31 New Clients

B2B New Clients 16 New Clients

Clients Summary
Outbound Order Creation

February Outbound Orders Count March Outbound Orders Count

Top 5 Clients Outbound Mar’22

1. Family Herbal Group (WH-CGK41)
- Total Outbound February 2022 : 328K Orders
2. Family Herbal Group (WH-SUB51) - Total Outbound March 2022 : 331K Orders
3. My Skin But Better (WH-CGK41)
4. Natur-E (WH-CGK06)
5. MADU JAYA (WH-CGK09)
Inbound Order Creation

February Inbound Orders Count March Inbound Orders Count

Top 5 Clients Inbound Mar’22 (by qty) - Total Inbound February 2022 : 6.96M pcs qty
1. 123(Raena) - (CGK-45)
- Total Inbound March 2022 : 4.9M pcs qty
2. PT Gerai Cepat Untung (GoToko) - (WH-CGK40)
3. Flash Coffee - (WH-TGR01B2B)
4. FARMAKU - (WH-CGK09)
5. Flexgesper - (WH-TGR01)
TMS Order Creation

February

- Total TMS orders count February 2022 :29.3K Orders

- Total TMS orders count March 2022 : 31.5K Orders
HQ Order Creation

February

- Total HQ orders count February 2022 : 3K Orders

- Total HQ orders count March 2022 : 4K Orders
Ops Support
Highlights
RETAIL
● 200 Retail merchant already migrated from WhatsApp Group to WhatsApp Business
● Outbond chat for Retail Merchant still under development
● Trail with 5 new joining Retail Merchant to do D2D escalation directly to WhatsApp Business after done
onboarding process
MITRA
● New flow of daily task OS - Mitra Successfully run smoothly for 1 week, and we will review until the next week.
Current Formation : We have a PIC from team member for each area, and will be rolling every monthly.
● There are some order that not being processed on time because SH not deliberate skipped the order due to
wrong sorting. We captured 6 case in this month. Ticket List : 262418, 262263, 262339, 267311, 276444, and
276336
● On march we have 881 store actively have order.
● We have ± 2.4 million Order Picked up on march with 45.772 for the that have an issue. breakup as per below:
- 3PL Issue 28867 order
- Customer Issue 16779 order
- - Shipper Issue 126 order
OKR Highlights
● Report sharing to the Merchant Retail : 100%
● <1% escalation from retail merchant account : <1%
● Onboarding Retail Accounts in FC : In Progress
Control Tower Shipper
Ticket for Ops Support
The most incoming tickets

1. Report daily Sorting hub and FM for orders that are experiencing problems (and will be escalated to the
relevant team (± 330 tickets)
2. Tickets related to late active air waybill from internal team (Not solved in OS)
3. Ops team asks for the characteristics of the package form to mitra or retail merchants to identify miss package

Count of Mitra
Productivity Parameters
- Ticket counts (Create ± 10 - 15 ticket/ day)
- Tele (5 Tele channel, with average 75 - 100 chat/ day)

Support We Need

Control Tower Shipper

 Summary Ticket Created February Summary Ticket Created March

Note :
● On march there are total 867 increase from ticket february tickets created by
the OS Mitra Team.
● There are 102 tickets increase from ticket february specifically for PTR east
was created after handled by OS team.
Total Retail Merchant and Churn Order Merchant Retail
Percentage/ Confirm Cancel
January
From 4.212 merchants 548.072
who have registered, February
3.281 already go live 529.004
March
1.076.014
Note : This is the overall result, still can’t find per week percentage
because merchant exit or churn date still not available

Top & Bottom 20 Retail Merchant

Total WhatsApp Groups
Total WhatsApp group per today is ± 2.000 groups

Tickets Retail
There are 438 tickets made from ops support related to retail
merchants

Customer Pain Point

The report is still not real time because we are still sending it
manually
FreshChat
Migration Progress
From 2.200 Retail Merchant,
200 already migrated to FC & 2000 ongoing

Back to slide 22
Quality Audit Team
Monthly Meeting March 2022
Quality Overview March’22
90,42 94,87 94,38
Highlights:
- Most issue comes from Customer Critical, caused by improper
Jan Feb Mar answer provided, improper informing process and improper
probing.
- Other than that, agent also having finding in Non-Critical due to
improper communication provided such as, improper choice of
words that caused less polite, ambiguous and stiff interactions,
and grammatical issue and capitalization use.

Achievements:
- All parameters shown increased, except Business Critical
compared to previous month.
- QA Score already meet target by weekly and monthly
performance.

Challenges:
- Agent's ability to capture and understand customer issues in
order to provide proper service.
- Ineffective interactions that do not address customer issues.

Action Plan:
- Daily reminder by QA Channel and personal approach.
- Coaching session by team leader
Control Tower Shipper
Monthly Quiz March 2022 Result

• The average March Quiz Score for FC & FD team

is 79.8, and non FC & FD team quiz score is 69.3.
• Quiz question consists of 10 multiple choice type
questions (with specific questions for VIP and
Fleet team)
• The most agent with "Not pass (Under 75)" scores
come from LT Account and Special Projects team
• Here is the link for details score
Feedback Adherence
• Has implemented agent feedback to increase agent awareness
regarding QA information.
• On the week 12 are 6 agents, week 13 is 1 agent and week 14
are 22 agent who still not share their feedback (feedback
submission on week 14 will be closed by 10 April 2022)
• Need help from team leader to reminding agent for shared
their feedback and checking QA remarks especially for
dispute feedback.
Agent Coaching
Agents coaching information

● There are 4 agents that needs first coaching and 2 agent needs second coaching from leader in March
● 4 agents already have received coaching
● By monitoring feedback from leader and agent there is most common agent problem
○ Agent open multiple tabs, so agent feel confused and lose focus
○ Lack of product knowledge and don’t know which information should be given to the customer
○ Still having trouble with how to answer and probe also how to giving education for the next step to the customer
● Still found 1 incomplete coaching result and 3 commitment from agent which still not valid and need to be check again by team leader
Customers Service
Team (FreshChat and
FreshDesk)
Meeting Index

• Highlights
• Challenge/Issues & Action Plan/Support Required

Control Tower Shipper

Issue
● Issues on shipper apps, about cancelation order on system shipper

Example : The reason for cancellation is seen in BOS App: req cancel order from ticket 277083 because Cancel
Marketplace/Destination is not available/Entry Orion or other CP/Not Found/Broken Package/Return From 3PL 277497

Cancellations were made by asep.putra@shipper.id but in BOS App the package was cancelled by Raissa Tatundu.
https://shipper-hq.slack.com/archives/CV8PYDP2T/p1649316801166749

Control Tower Shipper

Highlight
● Intel assign and chatbot running on March 7, 2022
● Proactive whatsapps messages can already be used

Support Need
● Still waiting the detail and fix data to create report related of differentiate in numbers
on FD Analytics and FD Reports from Product Team.
Total Ticket Summary And Comparison

Feb 2022

March 2022

Control Tower Shipper

Total tickets breached the response & resolution time SLA

Feb 2022
March 2022
Top 5 internal ticket Top 5 Eksternal ticket

Csat Freshdesk

Csat CS March 2022

Csat All Group March 2022

Control Tower Shipper

All Requester Email C-Sat very dissatisfied and Not satisfied

Control Tower Shipper

Top 3 Negative CSAT Freshdesk
● 252535 about COD

Control Tower Shipper

Top 3 Negative CSAT Freshdesk
● 246304 about register mitra

Control Tower Shipper

Top 3 Negative CSAT Freshdesk
● 244273

Control Tower Shipper

CSAT FRESHCHAT

Top 3 Negative CSAT

Score Freshchat
Score Freshchat

Incoming Freshchat
Score Freshdesk
Score CSAT

Avg Productivity Agent CX

Fleet Team
Atoor and
Shopify
SHOPIFY OVERVIEW MONTHLY MARCH
FRESHDESK JANUARY FEBRUARY MARCH

Average 1st response time 0 DATA 04:48:00 00:21:06

Average response time 0 DATA 04:48:00 00:20:34

FRESHCHAT JANUARY FEBRUARY MARCH

Average 1st response time 0 DATA 00:07:05 00:02:11

Average response time 0 DATA 00:01:47 00:00:30

TIMELINE OVERVIEW MONTHLY

JANUARY FEBRUARY MARCH

What have Done Issue

1. Observation 1. Creating FAQ (Transition to BosBos )
Not Joining yet Not Joining yet 2. Creating FAQ
2. Creating Flow Issue (slow progress))
3. Creating Flow Issue
4. Set OKR Shopify 3. Set OKR Shopify ( No Issue )
5. Manual Sampling by leader 4. Less Monitoring Ticket
6. Coaching Agent based on sampling
7. Revamp New Categories
ATOOR OVERVIEW MONTHLY MARCH
FRESHDESK JANUARY FEBRUARY MARCH

Average 1st response time 0 DATA 4:48:00 0:00:28

Average response time 0 DATA 4:48:00 0:00:28

FRESHCHAT JANUARY FEBRUARY MARCH

Average 1st response time 0 DATA 00:00:05 00:02:05

Average response time 0 DATA 00:00:00 00:00:27

TIMELINE OVERVIEW MONTHLY

JANUARY FEBRUARY MARCH

What have Done Issue

1. Observation 1. Less Observation ( No Tools )

Not Joining yet Not Joining yet 2. Creating FAQ 2. Creating FAQ ( Based Template Only)
3. Hiring New Agent 3. Hiring New Agent ( 1x Replace Agent )
4. Creating Flow Issue 4. Creating Flow Issue ( Review )
5. Set OKR Atoor 5. Set OKR Atoor( No Issue )
Highlight BosBos

● FAQ Website 50% Progress

- Basic Category 100%
- Merge category ( On Progress )
- Script FAQ ( Waiting progress merge category )

● Order Status Template 90% progress

- Basic Category 100%
- Script 100%
- Finalization ( On Progress approval “boby,claire,miu” )

● Script Question
- Freshdesk Template 27 Script
- FreshChat Template 27 Script

● Flow Issue
- 7 Flow done ( Request product, Refund ovo,credit card,debit,transfer,Cancelation,Shipping)
- 1 Flow pending ( Retun )

● Testing Product 0%
- Pending Access from LYN to buy product
Highlight Atoor
Atoor

● Observation
- Observation with Genee website ( On progress)

● Script Question
- Freshdesk Template 54 Script ( 16 additional template in march )
- FreshChat Template 54 Script ( 16 additional template in march )

● Flow Issue
- 0 Flow done ( Waiting discussing Flow )
- 0 Flow pending ( Waiting discussing Flow )

● Testing Product 0%
- No Access still developing feature
LT Account
 Highlight

● There are 486 clients in total, with 309 active clients, 173 exit clients, and 4 fraud client
● The total number of exit clients in March 2022 are 13 clients
● There are 6 pending client handovers in March 2022 because the data is not complete
● The total number of LT clients that will be handed over to AM is 27 clients because the other
3 are exit processes
● There is 1 client who extends the contract in 3 warehouses (Amanat Fresh Mouth)and 1
client who adds service in 13 warehouse (Wahyudi Yasin Store)
 Documents Completed Info

Highlight :
● The number of clients has increased from Feb 2022 to March 2022 as many as 46 clients and
this new client already has completed LOA data
Documents Completed Info

Highlight :
● There are 46 clients
that are handed over
to LT from onboarding
and all of them already
has NPWP and ID Card.
There still 6 client that
pending handover
because data not
completed
Total Exit Client
Facebook Project
Highlight
Facebook

● Discount 50% not extended since 14 March 2022

● There are more new sellers in March-2022 39 seller than Feb-2022 34 Seller.
● Order March-2022 467 less than Feb-2022 485
● Issue related to the Facebook discount that is still available at this time has been turned off the
discount in the system

WAG & Special Project Total Ticket

● Total resolved tickets increased 50.12% from Feb-22 to March-22. Total resolved ticket March-22 there
are 407 tickets
Total Order
Status Order
Reason Cancel Order
Logistic Utilization
Count New Seller
Validation Time

Note :
● For validation time Nextday, order entered on weekend so that it can only be confirmed on
the next business day.
VIP / Enterprise
Team
Highlights
● Hubless: For March Hubless orders there is no pending delay pick up. everything is processed. for the month of April
delay pick up from the 2nd to the 6th with a total of 31 orders
● Regarding the transfer of Raena under VIP info from AM will be discussed again with the relevant team.
● Regarding the Update for Category which includes P0 ,today it has been emailed back to Matahari and waiting for an
update from Matahari
● Related to there is a change in operating hours of Matahari and Gudang from 08.00 - 20.00 from Monday - Sunday. I will
involve 3 teams to handle the Matahari
● Average of response time and resolution time from Matahari Client on March 01th - 31th , 2022

Issue
● Kanmo WH : There was a problem in April that
there was a wrong address at the time of delivery. a
total of 9 . 5 cases have been closed and 4 cases are
still in process and under investigation from the 3PL
team
● Matahari : There are 71 orders that cannot be
processed by the warehouse due to an issue with
the wrong label and package damage
● To cancel orders for Kanmo, the percentage has
increased from 41% to 47% (from March 24 to April
6
Total Order Client Aggregator

The following are data and graphs of

VIP Client orders. For total orders there
is an increase and there is also a
decrease. We can see from the graph
and for Kanmo, WH and Sirclo are
increasing again
Pickup Performance
This is the percentage of orders that were successfully picked up in the SLA in February

The percentage of ontime pick-up in February as a

whole is 100%, but for Kanmo API there is a decrease
with this month's percentage only reaching 97%.

For total orders in February for Moka clients, there

was a significant decrease in week 4. with a total of
5764 orders (if compared to week 3, total orders in
week 4 decreased by 50%)
Pickup Performance
This is the percentage of orders that were successfully picked up in the SLA in March

The following is the percentage ontime pick up for

aggregator orders. For Kanmo orders, there is a 2%
decrease compared to February. The decrease is not
significant
Total Cases from Client Aggregator
February

The cases with the highest number of cases in

February for Aggregator clients were cases for
tracking system and system issue ( status updates
in the system and inactive orders ) .

If a comparison is taken for the issues above, in

February there has been a decline (especially in
the 4th week) there has been a significant decline
Total Cases from Client Aggregator
March

The following are the total issues in March for VIP clients
who enter via WAG and Freshdesk. For issues there are
still 17 cases that have not been completed and are still in
the investigation process

For issue sirclo with a total of 313 all cases. (case sirclo,
3PL, Warehouse )

Here there is an issue that goes through WAG. There are 14 category
issues
Sirclo B2C Performance
The following is a warehouse case that arose from a Sirclo B2C order. For complaints in February - March , the total
cases are the same, namely 8 cases

February
March
Tipe Complain Issue Qty
Kurang Barang A Picker & QC 4
Kurang Barang B QC & Packer 0
Salah Barang Picker & QC 0
Lebih Barang Picker & QC 0
NED/ED Picker & QC 0
Salah tempel invoice (WH) Packer 0
Kemasan Produk Pecah (WH) Packer 0
Special Case Special Case 0
Cancel MP System 0
Total 4
Total Order On Going 74,907

The following is the performance for Sirclo B2C. For issues that are
included in the Warehouse issue category, there are 8 cases. And this is
still pending, will be updated this week for the results of the
investigation
Matahari Performance
February
March

Category " C-ORDER-Order Status "

the problem is that there are orders that
cannot be processed because the SKU has
been processed manually. There are 54
tickets in total
Freshdesk Performance
The number of tickets that enter the VIP Client in March

The following is Matahari's performance ticket related to response time and resolution time for March

Inquiries accepted from 1st to 31st March 2022

● In total we received 548 tickets related to Operation related Issues
● 49 Tickets related to system issues
● Our response time for Matahari queries is 10 Minutes Average for technology & operations related queries. Which is way above the
committed SLA for the Matahari team

Below are ticket shows from VIP clients in March related to KPI Resolution status. For Moka the percentage is still low. at 88%
Freshdesk Performance
The number of tickets that enter the VIP Client in March

The following is VIP Client performance ticket related to response time and resolution time for March

Inquiries accepted from 1st to 31st March 2022

● In total we received 825 tickets
● The average response time from all agents is 14 minutes
● The average resolution time is 4 hours
Plaza 89, Jl. H. R. Rasuna Said No.6,
RT.6/RW.7, Kuningan, Jakarta Selatan 12940

shipper.id